Goddard highlights how artificial intelligence is moving beyond chatbots to predict guest needs before they ask.
Sheridan, WY, 10 November 2025 – Antony Goddard, Chief Operating Officer of OKKAMI, has been featured in Forbes for his latest article, “Beyond The Chatbot: Using AI and Data To Redefine Hospitality.” In the piece, Goddard explains how artificial intelligence is changing the hospitality industry, shifting from simple automated responses to intelligent systems that can predict guest needs in advance.
Goddard writes that while earlier technology focused on tools like chatbots and digital concierges, the next stage of innovation lies hidden behind the scenes. The key, he explains, is the ability to organize and interpret data from different hotel systems. By connecting property management, housekeeping, engineering, and dining services into one shared data source, hotels can learn guest preferences and respond before a request is ever made.
He describes a future where hotels use AI to recognize patterns, such as when a guest is likely to book a spa appointment, request room service, or need extra amenities. The technology could even help hotels manage energy usage more efficiently based on real-time occupancy data.
“The real opportunity for hospitality isn’t just at the guest interface, it’s in the invisible layers of property data that can anticipate guest intent before they ever ask for anything,” Goddard writes.
As COO of OKKAMI, Goddard brings firsthand experience to this concept. Since 2016, OKKAMI has worked with leading hotel brands across Asia, the Middle East, and Europe to unify guest communication and streamline in-stay services. The company’s platform integrates with major PMS, POS, and CRM systems to allow smooth and connected operations.
OKKAMI is now preparing to introduce new features designed to support predictive guest service. These advancements will help hotels use existing data to improve the guest experience while also enhancing operational efficiency.
“Artificial intelligence represents the next great leap in hospitality,” Goddard said. “The future lies in transforming the data hotels already have into meaningful, actionable insights that serve guests before they even realize what they need.”
His appearance in Forbes marks another milestone in his position as a leading voice in hospitality technology. It also reflects a broader trend in the global hospitality industry toward smart, connected, and predictive guest experiences.
About OKKAMI
Founded in 2016, OKKAMI provides guest engagement and operations management solutions for hotels and resorts worldwide. The platform brings multiple digital systems together into one interface, helping properties improve communication, automate service requests, and deliver personalized guest experiences.
